Refund & Return Policy
1. Introduction
This Refund & Return Policy defines the procedures for handling product returns, refunds, and replacement requests for Safetyware Sdn Bhd and Safetyware Solutions Sdn Bhd. The purpose of this policy is to ensure consistent, fair, and efficient processing of all customer return requests through the Odoo ERP system or approved platforms.
2. Scope and Application
This policy applies to:
• All products sold by Safetyware Sdn Bhd and Safetyware Solutions Sdn Bhd.
• All customers requesting product return, refund, or replacement.
3. Policy Details
You may request a return or refund under the following conditions:
• Damaged or Defective Product – The product arrives damaged, faulty, or not functioning.
• Wrong Item Delivered – The item received does not match your confirmed order.
• Missing Items – One or more items are not included in the shipment.
• Quality Issue – The product does not meet stated specifications or quality standards.
Return Conditions:
• All return requests must be made within 7 calendar days from the date of receipt.
• Items must be unused, unworn, unwashed, and in original packaging with all accessories intact.
• Proof of purchase (invoice/receipt) is required.
The following items are not eligible for return or refund:
• Customized or personalized products (e.g., printed labels, engraved signage)
• Clearance, sale, or promotional items
• Hygiene-sensitive items (e.g., masks, respirators, disposable PPE)
• Items damaged due to misuse, negligence, improper handling, or poor storage
• Items without original packaging, missing accessories, or showing signs of use
To initiate a return:
1. Contact Us
Reach our Customer Service within 7 days of receiving your order. Provide the invoice number and details of the issue.
Email: [email protected]
Tel: +604-502 3882
2. Return Authorization
Our team will review your request. If eligible, we will issue a Return Authorization (RA) number with return instructions.
Returns sent without authorization may be rejected.
3. Return Shipment
• Customers are responsible for return shipping costs unless the issue is due to Safetyware’s error (wrong, damaged, or defective item).
• Items must be shipped using a trackable courier service.
4. Inspection & Approval
Returned items will undergo inspection.
• Approved returns will be processed as refund, replacement, or store credit, depending on the situation.
• If the return is not approved, the item will be returned to the customer.
• Refunds will be issued to your original payment method (bank transfer, card, e-wallet).
• Processing time is 7–14 working days after the returned item is inspected and approved.
• Bank details may be required for manual refund transactions.
• If you prefer a replacement, it will be shipped after the returned item is approved.
• Orders may be cancelled before shipment only.
• Once the order has been processed or shipped, cancellations are not allowed, and the standard return procedure will apply.